Guest Services Supervisor (Seasonal) at Arc'teryx

Job description

Your Opportunity at ARC’TERYX: As a seasonal Guest Services Supervisor, you will build a high-performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests through superior product knowledge and service. In collaboration with a team of Supervisors, you will play a key role in implementing new processes to pursue our service objectives supporting the broader Guest Services team. As a leader, you will remain highly flexible and adaptable, seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right. Please note, this is a seasonal fixed term position, with a start date of September 1, 2026, and an end-date of March 31, 2027. This role is based out of the Arc’teryx Guest Services location, 565 Great Northern Way, and may be open to hybrid work depending on business needs and per department policy. For more details, please review the Expectations section at the end of the job description. Meet Your Future Team: The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world. If you were a Seasonal Guest Services Supervisor now, here are some of the core activities you would be doing: • Leading and coaching a team of Representatives towards high performance through individual strengths lens and helping them set annual objectives • Connecting with each team member weekly in individual check ins • Supervising and coordinating the day-to-day operations of your Guest Services team, ensuring all team members are set up for success to hit our service level goals • Collaborating with other supervisors and the Manager’s, Guest Services to ensure consistency between teams • Assisting with questions from representatives and supporting in the resolution of escalated issues if needed • Troubleshooting system errors that may arise in conjunction with our technology teams • Cultivating a culture of high performance, managing and improving your team’s performance of core department metrics KPIs • Generating reports and auditing service levels • Writing and conducting formal annual performance appraisals for your team • Participating in various personnel actions, including performance improvement plans, corrective actions, promotions, and terminations • Collaborating with the Guest Services Scheduling team to build daily schedules that accommodate for anticipated contact volume and workload/forecast shifts • Coaching your team to deliver high-quality, guest-centric interactions that align with brand tone and our Quality Assurance standards. • Encouraging comfort and confidence with engagement in order processes and supporting team members through coaching or shadowing • Guiding and leading your team through departmental improvements and evolution Here are some of the things you could be working on in the future: • Stretching your support in collaboration with leadership and cross functional partners by taking on additional tasks such as leading meetings, assisting with training and building communication • Providing valuable insights on various projects through meetings, user acceptance testing and change management • Contributing to the development of new measurements to improve service levels and document standard operating procedures • Supporting the growth of the team with interviewing, hiring and onboarding new representatives • Planning and designing employee engagement initiatives, including monthly incentives and recognition programs. Are you our next seasonal Guest Services Supervisor? • You have 2+ years experience leading a team of 8-15 individuals or have an equivalent level of education or experience in leadership or coaching • You have 3+ years’ experience in a Contact Centre Service en